GOLDEN BOY
IN THE HANDS OF THE GREAT PRETENDER
I find it amazing that the American worker is held to such high standards while their management escapes the standards they have put in place. How many times have we heard of CEOs and other top management making high salaries and bonuses while the company they run has suffered? How many times did our own president fail in business but profit monetarily while the workers of those companies went home without jobs? What management skills are the managers using?
United holds their reservationists to certain productivity standards. The reservationists are expected to achieve 100% productivity otherwise they can be put on “occasion”. They are expected to have no time in between calls though they still need to finish up more work related to making a reservation after the call is finished. The only way to keep 100% productivity is by keeping the customer on the line while they finish up the reservation, though the customer is no longer needed to be on the phone. Why waste the customer’s time if they are no longer needed?
A reservationist’s work is basically a sales oriented position; they are selling you an airline ticket. Not all phone calls result in sales, sometimes the customer still needs time to think the purchase out or other variables. As long as a reservationist abides by having little or no time between calls they are meeting the productivity goals, regardless of sales. One reservationist can have no time in between calls, but no sales, but meet expectations. Another reservationist can have too much time in between calls, but have high sales, but be put on “occasion”. This is where management fails; this is where United fails to see what they need to do. It is all about sales not productivity. How can we expect United’s management to get their company out of bankruptcy if they fail to see some of the simplest details?
Many companies hire top management not from within their ranks but from the outside. Sometimes the reasoning is that someone from outside would bring fresh perspective. But if that perspective has no base in that industry it will fail more times than not. Having been top management in the oil industry doesn’t mean they can translate their knowledge to an airline.
Just because you had a dog before doesn’t mean you’ll be able to take care of a cat.
I find it amazing that the American worker is held to such high standards while their management escapes the standards they have put in place. How many times have we heard of CEOs and other top management making high salaries and bonuses while the company they run has suffered? How many times did our own president fail in business but profit monetarily while the workers of those companies went home without jobs? What management skills are the managers using?
United holds their reservationists to certain productivity standards. The reservationists are expected to achieve 100% productivity otherwise they can be put on “occasion”. They are expected to have no time in between calls though they still need to finish up more work related to making a reservation after the call is finished. The only way to keep 100% productivity is by keeping the customer on the line while they finish up the reservation, though the customer is no longer needed to be on the phone. Why waste the customer’s time if they are no longer needed?
A reservationist’s work is basically a sales oriented position; they are selling you an airline ticket. Not all phone calls result in sales, sometimes the customer still needs time to think the purchase out or other variables. As long as a reservationist abides by having little or no time between calls they are meeting the productivity goals, regardless of sales. One reservationist can have no time in between calls, but no sales, but meet expectations. Another reservationist can have too much time in between calls, but have high sales, but be put on “occasion”. This is where management fails; this is where United fails to see what they need to do. It is all about sales not productivity. How can we expect United’s management to get their company out of bankruptcy if they fail to see some of the simplest details?
Many companies hire top management not from within their ranks but from the outside. Sometimes the reasoning is that someone from outside would bring fresh perspective. But if that perspective has no base in that industry it will fail more times than not. Having been top management in the oil industry doesn’t mean they can translate their knowledge to an airline.
Just because you had a dog before doesn’t mean you’ll be able to take care of a cat.
posted by William Hammond | 9:37 PM
2 Comments:
Well stated. Thanks for an insider's view.
Connected at the hub.
Post a Comment
<< Home